Support Operations is looking for an experienced and motivated person to join our team as a Program Manager. This individual will be focused on ensuring that we continue to be Loved by developers and trusted by enterprises by helping our Support teams efficiently deliver great Support experiences. The Program Manager will be responsible for managing multiple support-focused initiatives that optimize our customers’ experiences with GitHub and improve the efficiency and experience of the Support organization itself. This role will require close collaboration with internal teams in Support, Account Management, Professional Services, Marketing, Sales-Ops, Product, Engineering, Legal, and Sales. This person will be responsible for the seamless rollout and sustained success of global programs. The ideal candidate will have a combination of planning / project management skills, a solid technical background, a deep understanding of Customer Success delivery mechanics, and the ability to build trust and confidence among team members in order to successfully implement our initiatives.
Responsibilities:
- Create solutions to increase operational efficiencies for our team.
- Identify and implement internal process improvements for our team and the broader business.
- Participate in the identification and selection of any tools/vendors required by the Support Organization.
- Lead and participate in the implementation of any required tools.
- Lead and/or represent Support in cross-team initiatives to enhance customer experience and engagement with our products.
- Ensure that all projects are delivered on time and within budget.
- Manage multiple initiatives concurrently.
- Collaborate with sales, operations, product and engineering teams to manage programs that strengthen our customer relationships using a variety of technical platforms.
- Develop project specifications, priorities, and objectives from initiation to delivery in partnership with the functional owner.
- Help identify and prioritize projects that address the team’s needs and accomplish our objectives.
Experience:
- 8+ years of relevant experience required, including at least 5 years in a Technical Project Management, Program Management, or other technical/engineering role
- Excellent organizational, analytical and influencing skills.
- Proven ability to manage complex projects or programs.
- Experience working with internal teams to drive cross-team projects to completion.
- Motivated self-starter with an attention to detail, but who’s also flexible and comfortable with changing priorities.
- Ability to manage multiple initiatives effectively across competing development and operational priorities.
- Ability to identify key issues and empower other team members to address them in a way which builds morale and generates ownership and commitment.
Who We Are:
GitHub is the developer company. Over 40 million people use GitHub to build amazing things together across 100 million repositories. We make it easier for developers to be developers: to work together, to solve challenging problems, to create the world’s most important technologies. We foster a collaborative community that can come together as individuals and in teams to create the future of software and make a difference in the world.
Leadership Principles:
- Customer Obsessed
- Trust by Default
- Ship to Learn
- Own the Outcome
- Growth Mindset
- Global Product, Global Team
- Anything is Possible
- Practice Kindness
Why You Should Join:
At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We’ve designed one of the coolest workspaces in San Francisco (HQ), where over half of our Hubbers work, snack, and create daily. The other half of our Hubbers work remotely in 18 countries across the globe.
We are also committed to keeping Hubbers healthy, motivated, focused and creative. We’ve designed our top-notch benefits program with these goals in mind. In a nutshell, we’ve built a place where we truly love working, we think you will too.
GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there’s any way we can make the interview process better for you; we’re happy to accommodate!
Please note that benefits vary by country, if you have any questions, please don’t hesitate to ask your Talent Partner.